Customer Support Specialist

MealSuite, an Inc. 5000 Fastest-Growing Company, is a privately owned SaaS organization with 140 team members across Cambridge, ON, Canada, Dallas, TX, USA, and Ho Chi Minh City, Vietnam. Through our foodservice technology system, we help operators across healthcare and aging services save time, reduce food waste, and meet regulatory requirements, so they can improve the quality of patient and resident care.

We are looking for a Customer Support Specialist to join our Customer Support Team. In this role, you will use MealSuite’s food service management applications to support end users via phone, chat, and email. You will feel empowered to use your knowledge of the food service industry and our applications to propel each user to long-term success.

This position is perfect for an energetic person who likes to interact with customers and who is good at managing expectations while having the patience to walk people through a series of steps over the phone or online.

A Day in the Life as a Customer Support Specialist:

• Field support calls, chat, email, and / or other communications from users with software or hardware inquiries and / or similar concerns from external and internal customers
• Track assigned support tickets
• Solve problems using your knowledge of our systems, hardware, and procedures
• Guide users through diagnostic and troubleshooting processes, which may include using diagnostic tools and software and / or following verbal instructions
• Consult user guides, manuals, and other documents to assist in answering inquiries
• Report system defects / issues to the product and development team
• Participate in system and hardware testing

Your Work Schedule:

We are looking for a new teammate to work an 8:30-5:30 MT day shift, Monday to Friday. Please note that there may be circumstances in which you would be required to work on holidays.

If the below describe your knowledge, experience and character, then this role could be for you:

• I have 1-3 years of experience in a customer service support role, with preference for a contact center environment
• I have a background in nutrition/dietetics or healthcare foodservice
• I possess a customer-centric attitude and excellent relationship-building skills
• I have strong analytical and problem-solving skills and an intrinsic desire to follow-up with customers on support issues until resolved
• I exercise critical thinking and attention to detail to help customers identify system issues, make improvements, and achieve their goals
• I possess strong verbal and writing communications skills and can explain complex topics easily to customers with limited technical experience
• I have a proven ability to manage time and prioritize tasks
• I’m willing to occasionally travel and have a valid passport and no travel restrictions that limit my ability to cross the border between Canada and the USA
• I thrive in an agile environment that is constantly changing and encourages team members to collectively collaborate and communicate
• I love to be directly involved in projects and initiatives that offer continued learning and endless opportunity to express my ideas and build my leadership skills

Have we got your attention? Great! Here’s what’s next:

Apply today with your resume and answers to our application questions. We’ll start reviewing candidates within two weeks of this position being posted and will reach out to you if we’d like to get to know you a bit better. We often get hundreds of applications for our roles (we feel very honoured that so many people are interested!) and try our best to get back to each person. If there’s a delay in our response, please don’t think we’ve forgotten about you. We may be taking our time to thoroughly review each candidate before deciding who to talk with! We will let you know either way if we decide to move forward with your application.

We want to ensure that every qualified individual has an equal opportunity to work with us. If you require accommodation to our application process, please contact hr@mealsuite.com.